How we improved services in November

Each month Virgin Care makes one change in every single service it runs as a direct result of feedback from the people who use the services. From little changes like moving chairs around to big ones – such as offering additional appointments or helping a patient with a specific request – it’s part of how Virgin Care makes sure that everyone feels the difference.

The scheme means that each year, more than 1,000 changes get made directly because someone who used one of our services asked us to.

We’ve picked some of our favourite changes over the last month (November) from across all of our services:

  • People in Surrey using the community care and rehab service felt they did not know who to contact for advice when their symptoms worsened, so to help them stay well this winter, key colleagues produced a leaflet for all patients who have trouble breathing to encourage them to actively manage their respiratory condition and provided them with contact details if they do start to become unwell.
  • In Devon’s Family Support Services a young person said she wanted to have a braille club set up at her school so her friends could learn braille. The multi-sensory impairment team did just that by working with the school to set up a club and ensured all the children who went had lunch passes in braille to help build awareness in the school and ensure the young person felt included.
  • A service user in East Staffs said they were keen to receive an urgent appointment for their wound after speaking to the district nurse about receiving a wound debridement which would improve wound healing. The podiatric team found an appoint slot within 24 hours to attend to the patient and liaised with the district nurse to reduce duplicate visits.
  • At St Marks School in Bath and North East Somerset several teenage boys who were aware of a high rate of suicide in young males said they wanted the school nurse responsible at the school to encourage pupils to talk more about their feelings. To help encourage pupils, the school nurse started to include a topic on the importance of boys and young men talking about their feelings in PSHE sessions with signposting made to relevant support services.
  • A service user who attended the sexual health services in Oldham said they wanted more availability to book appointments online, so the service did just that. They allow people to now book appointments online up to four weeks’ ahead instead of two.

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